Technical Support Lead

Voizworks

job description

tech support engineer_sprinkler process

designation: tech support lead

department:customer support

job type: full-time

experience : 1yr

what you’ll be doing

● provides answers to clients via phone, email & client site visit by identifying problems; researching answers; guiding the client through corrective steps

● improves client references by writing and maintaining documentation.

● participates in client training programs by identifying learning issues.

● accommodates client disabilities by recommending techniques.

● improves system performance by identifying problems; recommending changes.

● ensure customer inquiries are responded to within established timeframes and

customer care & technical support service levels are achieved.

● solve basic common customer problems in real-time. if required via remote access

to the client’s system.

● live customer interaction for resolving the product problems

● data communication/networking troubleshooting

● identifying ozonetel product problems and escalating it to the next level if it is

complex.

● production critical issues need to escalate to the next level.

● resolve incidents in a timely manner as per slas.

● provide guidance, assistance, and mentoring support to junior team members.

● keep a track of pending issues at the individual level & share periodic updates to

customers.

skills and qualifications:

● knowledge in ip pbx & contact center solutions (ivr, acd, softphone, webrtc..etc.).

● excellent communication in english & hindi (verbal & written) as well as strong listening skills.

● must have knowledge of microsoft windows & linux operating systems

● good understanding on lan, wan networking, and telecom products (pri, sip trunk, ill).

● experience utilizing debugging tools and lab simulations to analyze problems and identify solutions.

● ability to logically troubleshoot issues to determine the root cause and present suggested workarounds and solutions.

● proven call centre support exp

• Experience

  1 - 7 Years

• No. of Openings

  10

• Education

  Diploma, Any Bachelor Degree

• Role

  Tech Support Engineer

• Industry Type

  Call Centre / BPO / KPO / ITES / LPO

• Gender

  [ Male / Female ]

• Job Country

  India

• Type of Job

  Full Time

• Work Location Type

  Work from Office